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841.
《Serials Review》2012,38(4):227-238
AbstractIn 2015, the University of California, Berkeley, launched EBSCO Discovery Service (EDS), a web-scale discovery tool, with a goal of improving visibility and usage of collections. This study applies linear regression analysis to usage data for ebooks, ejournals, and abstracts and indexing (A&I) databases before and after implementation of EDS in order to identify correlations between the discovery layer and usage of library electronic resources across platforms. Our findings diverge from conclusions drawn in the previous literature that indicates that resource use generally increases after a discovery tool is implemented. We examine data from a longer period of time than the previous literature had, looking for statistically significant changes in resource use. The discovery layer at UC Berkeley did not lead to equal increases across platforms, but rather to a complex array of increases and decreases in use according to a variety of factors. 相似文献
842.
服务业集聚与城市化在本质上是相互影响的内生化过程。通过构建服务业集聚与城市化的联立方程模型,运用1997-2009年中国省级面板数据,采用三阶段最小二乘法法(3SLS)实证检验了服务业集聚与城市化之间的互动关系。研究发现,城市化与服务业集聚之间存在正向的互动关系,服务业集聚对城市化的促进作用要大于且显著于城市化对服务业集聚的作用;本地市场效应、开放型经济都有利于服务业集聚的产生;城市化滞后于经济发展水平;工业化在城市化进程中依然具有重要作用。 相似文献
843.
企业与客户交易时并不会一帆风顺,当客户面对交易过程中出现的故障时,不同服务补救措施会如何对客户感知、满意度和信任度产生影响?本文区别于以往实验或准实验法为主的定性或定量研究,引入组织行为学的公平理论,采取真实客户服务数据,基于不同客户类型深入探讨服务补救质量对客户满意、客户信任和客户忠诚的影响.实证研究发现,服务补救质量对感知价值、满意和信任均会产生正向作用;大客户对服务补救过程中的"互动公平"最为重视,公众客户更为强调"结果公平"的影响.这就告诉服务型企业应如何采取补救措施,大客户看重过程,一般客户更看重结果.本文从理论和实践两方面为服务补救领域的研究提供了有力证据. 相似文献
844.
845.
M. Kathryn Brohman Gabriele Piccoli Patrick Martin Farhana Zulkernine A. Parasuraman Richard T. Watson 《决策科学》2009,40(3):403-430
Customer service is a key component of a firm's value proposition and a fundamental driver of differentiation and competitive advantage in nearly every industry. Moreover, the relentless coevolution of service opportunities with novel and more powerful information technologies has made this area exciting for academic researchers who can contribute to shaping the design and management of future customer service systems. We engage in interdisciplinary research—across information systems, marketing, and computer science—in order to contribute to the service design and service management literature. Grounded in the design‐science perspective, our study leverages marketing theory on the service‐dominant logic and recent findings pertaining to the evolution of customer service systems. Our theorizing culminates with the articulation of four design principles. These design principles underlie the emerging class of customer service systems that, we believe, will enable firms to better compete in an environment characterized by an increase in customer centricity and in customers' ability to self‐serve and dynamically assemble the components of solutions that fit their needs. In this environment, customers retain control over their transactional data, as well as the timing and mode of their interactions with firms, as they increasingly gravitate toward integrated complete customer solutions rather than single products or services. Guided by these design principles, we iterated through, and evaluated, two instantiations of the class of systems we propose, before outlining implications and directions for further cross‐disciplinary scholarly research. 相似文献
846.
Drawing from the new product development (NPD) literature, service quality literature (SERVQUAL), and empirically grounded research with 53 service innovation decision makers, we develop a staged service innovation model (SIM) for decision makers. We tested the model using empirical data from 329 firms across five industries. The empirical results show that integrating prelaunch service quality training into new service development process leads to successful service innovation. The model developed in this article can be used as a decision support tool and diagnostic model for assessing service innovation ideas, evaluating performance of ongoing service innovations, allocating resources, and improving success rate of service innovations. Decision makers can use the measures developed in this study as a checklist to identify their strengths in delivering service quality to their own customers as well as areas of improvement. This article extends service innovation research by combining NPD and service quality development into a single study and opens the door to further work that could help improve the success rate of service innovations. The model can serve as a base model for future research extensions in service innovation research. A major takeaway for the academic reader is that the SIM demonstrates the value of using the SERVQUAL literature to understand how best to provide excellent quality that results in more fully satisfied customers and, ultimately, improved service performance. 相似文献
847.
Scholars from different disciplines acknowledge the importance of studying new service development (NSD), which is considered a central process for sustaining a superior competitive advantage of service firms. Although extant literature provides several important insights into how NSD processes are structured and organized, there is much less evidence on what makes NSD processes successful, that is, capable of contributing to a firm's sales and profits. In other words, which are the decisions that maximize the likelihood of developing successful new services? Drawing on the emerging “service‐dominant logic” paradigm, we address this question by developing an NSD framework with three main decisional nodes: market orientation, internal process organization, and external network. Using a qualitative comparative analysis technique, we discovered combinations of alternatives that maximize likelihood of establishing a successful service innovation. Specifically, we tested our NSD framework in the context of hospitality services and found that successful NSD can be achieved through two sets of decisions. The first one includes the presence of a proactive market orientation (PMO) and a formal top‐down innovative process, but the absence of a responsive market orientation. The second one includes the presence of both responsive and PMO and an open innovation model. No single element was a sufficient condition for NSD success, though PMO was a necessary condition. Several implications for theory and decision‐making practice are discussed on the basis of our findings. 相似文献
848.
849.
从素质教育和研究性学习看我国大学图书馆建设 总被引:1,自引:0,他引:1
何平 《广西师范学院学报(哲学社会科学版)》2005,26(4):31-34
参照欧美大学图书馆辅育人才的相关可比性资料,我国大学图书馆在素质教育中应具有三种辅益作用,但当前却存在着新老问题交叉结合的两大实际偏差。我们应着重从适应扩招转型、增强馆藏质量、扩大阅览空间和构建“无故障服务”系统等方面入手,建设好适应素质教育和研究性学习的中国大学图书馆。 相似文献
850.
读者的权利 总被引:4,自引:0,他引:4
周佩 《广西师范学院学报(哲学社会科学版)》2005,26(3):149-152
读者是图书馆活动的主体,是图书馆的服务对象。读者有权平等地利用图书馆的资源;有权接受图书馆实施的教育和培训,获取知识和信息;作为服务对象,读者的安全、隐私和监督权利都应被充分尊重。 相似文献